Supporter Relations Coordinator

Islamic Relief Worldwide (IRW) is a faith-based humanitarian relief and development organisation working to save and transform the lives of some of the world’s most vulnerable people.  Established in 1984, with an active presence in over 45 countries, we strive to make the world a better and fairer place for those affected by poverty, conflict and natural disasters. In the UK, IRW has a partner whose main role is to raise funds, raise awareness, carry out advocacy and support domestic programmes: this partner is called Islamic Relief UK (IRUK).

Islamic Relief UK (IRUK) is actively recruiting for the position of ‘Supporter Relations Coordinator’ on a full-time, permanent basis, to be based from its Waterloo Office, London. The organisation is currently operating to a hybrid working model.

The purpose of the role to is manage the frontline supporter relations function at IRUK and ensure Supporter Care provided is to the highest standards. To manage the enquiries switchboard and phone enquiry system and to administer the entry of data on the fundraising database. This will include processing donations, updating supporter details and maintaining supporter records and ensuring that information held is accurate, appropriate and up to date.

The successful candidate must have:

• Educated to degree level or equivalent

• Well-developed communication skills for both verbal and written communications
• Excellent organisation skills, including a well-developed ability to plan and monitor a busy workload
• Able to work independently as well as collaboratively
• Able to take initiative
• Analytical and pro-active with strong problem-solving skills showing sound judgement
• Ability to work in a methodical manner with excellent attention to detail
• Good understanding of Direct Debits and the administration of gifts to BACS
• Excellent telephone manner and the ability to provide excellent customer service
• The ability to remain positive and helpful when dealing with difficult enquiries
• The ability to build, manage and develop relationships within an organisation and across internal teams
• Results focused, with an ability to plan and deliver against objectives
• Good standard of literacy and numeracy
• Excellent time management skills

• Proven experience of handling enquiries from the public in a high-volume environment
• Experience of working in a supporter or customer service environment
• Experience of people management including carrying out performance reviews, 1:1 meetings, development, motivation and effective management of performance issues
• Proven experience of managing a busy call centre during peak periods
• Demonstrable experience of processing income and compliance around data protection regulations
• Experience of working with sensitive data

• Proven experience and working knowledge of the Raiser’s Edge database with the ability to analyse data using complex queries
• Understanding of the gift aid scheme
• Experience of identifying key information and supporter insights

For more information, please click on the Documents tab above to view the full Job Description.

If you are talented, reliable, service-minded, resilient and a highly motivated professional looking for a meaningful career, with a strong commitment to IRW’s mission and values of sincerity, excellence, compassion, social justice and custodianship, please apply by completing our online application form.

For more information on the excellent company benefits we offer our employees, please visit: 

https://www.islamic-relief.org/work-with-us/what-we-offer/

PLEASE NOTE: Interviews are expected to take place on 19/09/2024.

Pre-employment Checks:

Any employment with Islamic Relief will be subject to the following checks:

• screening clearance
• proof of eligibility to live and work within the UK
• receipt of satisfactory references

Please note, for UK-based roles, we are only able to accept applications from candidates who are eligible to work in the UK. We are unable to progress applications which would require sponsorship.

Our values and commitment to safeguarding

IRW is committed to preventing any type of unwanted behaviour at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct; and committed to promoting the welfare of children, young people, adults and beneficiaries with whom IRW engages. IRW expects all staff and volunteers to share this commitment through our code of conduct. We place a high priority on ensuring that only those who share and demonstrate our values are recruited to work for us.

The post holder will undertake the appropriate level of training and is responsible for ensuring that they understand and work within the safeguarding policies of the organisation.

All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records checks. IRW also participates in the Inter Agency Misconduct Disclosure Scheme.

In line with this Scheme, we will request information from job applicants’ previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment.

By submitting an application, the job applicant confirms his/her understanding of these recruitment procedures.

Islamic Relief is an equal opportunities employer